Lab IT Help Desk (Contractor)

We are seeking a Lab IT Helpdesk to provide primary support for our lab IT infrastructure and resolve systems issues. The ideal candidate is a tech-savvy problem solver who thrives on helping others. This person will be responsible for providing primary support for our lab IT infrastructure and resolving systems issues, ensuring incidents are prioritized and resolved within SLA guidelines. They will perform onsite troubleshooting of computer systems, networks, hardware, and software in a laboratory environment. The role reports to the Director of IT and will be an Onsite role based in our Brisbane, California headquarters.

Responsibilities:

• Provide primary support for lab IT infrastructure and systems issues/requests, ensuring incidents are prioritized and resolved within SLA guidelines.
• Perform onsite troubleshooting of computer systems, networks, hardware, and software in a laboratory environment.
• Install, configure, and manage lab-related software, licenses, and workstations (physical and virtual).
• Collaborate with Network and System Administrators to maintain and develop solutions in a regulated environment.
• Record events, problems, and resolutions in our ticketing system (Freshservice).
• Create and manage user accounts, permissions, and access controls.
• Maintain comprehensive documentation for configurations, troubleshooting steps, and routine procedures.
• Assist with hardware and software upgrades in collaboration with cross-functional departments to ensure minimal disruption to lab operations.
• Support shared lab workstations and environments where uptime is critical and sessions may need to remain active.
• Assist with endpoint provisioning, imaging, and redeployment for lab and office devices.
• Follow change control and validation-aware practices when working on systems in production lab spaces.
• Participate in on-call or extended coverage rotations as required to support lab operations.

Requirements:

• 3+ years of experience as a Help Desk Specialist or related IT Customer Support role.
• Experience with Windows platforms, specifically Windows 10/11 support.
• Experience with Entra id and ticketing systems.
• Experience with Mobile Device Management (MDM) tools (e.g., Manage Engine, Jamf).
• Ability to work onsite Mon-Sat (specific shift hours can be defined, e.g., 7AM–3PM or 10AM–6PM). 5 days a week.
• Excellent communication and customer service skills with the ability to explain technical solutions to non-technical staff.
• Physical ability to lift/move hardware and navigate a lab layout (e.g., under-bench cabling).
• Ability to prioritize requests based on operational impact, especially in lab/production settings.
• Strong troubleshooting skills across hardware, OS, peripherals, and user access issues.
• Comfortable working in environments with noise, PPE requirements, and restricted access areas.

Nice to Have:

• Windows experience in a Lab environment.
• Experience in diagnostic labs or a regulated environment (e.g., CLIA, FDA, HIPAA).
• Industry certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional.
• Basic networking knowledge and experience with Active Directory.
• Scripting experience (PowerShell, Python, Bash) to automate tasks.